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1. Coach was prepared?
2. Coach warmly connected?
3. Coach praised/appreciated first and genuinely.
4. Coach addressed a single corrective behavior?
5. Coach addressed the highest-value corrective behavior?
6. Coach asked questions about causes/impacts and solutions?
7. Coach avoided judging / mistrusting / aggressive language?
8. Coach addressed objections and get buy-in?
9. Coach asked for agreement/commitment for a specific action/behavior?
10. Coach offered actions/commitment to take in support of Agent's commitment?
11. Coach ended on a high-note?
1. Coach got a specific, behavioral commitment for how Agent will improve?
2. Agent's commitments were incremental/step goals, not just a mirror of the end goal?
3. Coach's commitment actions were appropriate/supportive of Agent's commitment?
4. Coach's follow-up date/timeline matches urgency/severity of Agent's opportunity.
1. Coach conducted session in appropriate location?
2. Coach conformed to acceptable amount of time for coaching session?
3. Coach followed prescribed coaching methods?
4. Coach captured session details and notes if/as/where required?
5. Coach recorded follow-up tasks/actions?
Want supervisors to be more effective when coaching their agents? Download the Coaching Resource Bundle.
Then you'll definitely want to talk to our experts about AmplifAI's automated coaching effectiveness metric!